Refund policy
Quick Summary (Please Read First)
- Returns accepted on new, unused items within 30 days
- Customers pay return shipping (except for damaged or incorrect items)
- Payment processing fees are non-refundable and will be deducted from any approved refund (including pre-orders paid in error).
- Electronics and certain items are non-returnable
- Report damaged or incorrect items within 5 days of delivery
- We’re always happy to help—just reach out if you’re unsure
Returns (New Items)
We accept returns on new items within 30 days of purchase.
To be eligible for a return, your item must be:
- Unused
- In the same condition that you received it
- In the original packaging
Non-Returnable Items
The following items are not eligible for return or refund:
- Electronics (including decoders, power packs, switches, etc.)
- Pre-owned / used items
- Custom-made items
- Sale items
- New items that have been opened, tampered with, or modified
Defective, Damaged, or Incorrect Items
We want to make this right—quickly.
Report Within 5 Days
Please inspect your order when it arrives. If something isn’t right, contact us within 5 days of delivery.
If Your Item Arrived Damaged or Incorrect
- We’ll work with you to provide a replacement
- We’ll cover return shipping where applicable
Manufacturer Defects (Electronics & Select Items)
Some items are covered by manufacturer warranties and may need to be handled directly with the manufacturer. If that’s the case, we’ll point you in the right direction and help you through the process.
Refunds
Once your return is received and inspected, we will notify you by email regarding approval or rejection.
If approved, your refund will be processed and applied to your original method of payment within five business days. Refund amounts will reflect the original transaction less any non-refundable fees.
Payment processing fees are non-refundable and will not be returned as part of any refund. These fees will only be covered in cases where the order is canceled by us or cannot be fulfilled.
Still waiting on your refund?
- Check your bank account
- Contact your credit card company
- Contact your bank
- If it’s still not showing up, reach out—we’ll help you track it down.
Exchanges
We replace items only if they are defective, damaged, or incorrect.
To request an exchange, email support@denvertrains.com and we’ll walk you through it.
Return Shipping
Approved returns should be mailed to:
PO Box 743
Brighton, CO 80601
- Customers are responsible for return shipping on standard returns
- Shipping costs are non-refundable
- Return shipping may be deducted from your refund
For higher-value items, we recommend using a trackable shipping service or purchasing insurance. We can’t guarantee receipt of returned items.
Contact Us
Questions? We’re here to help.
📧 support@denvertrains.com
📞 720-821-1975
